Help Desk Support Specialist Sr.

This Senior Tier II Help Desk role acts as the primary escalation point for Level 1 and provides remote resolution for complex technical issues.

Responsibilities

• Perform problem recognition, research, isolation, resolution, and follow-up for user issues
• Communicate status updates on root cause to users and IT management, as appropriate
• Review, prioritize, and resolve tickets escalated by Level 1 Support requiring advanced diagnostic time or elevated administrative privileges
• Validate tickets routed to Desktop Support by completing root-cause analysis to confirm whether the issue truly needs desk-side support, hardware replacement, or reimaging
• Diagnose and resolve complex software compatibility, registry, and operating system issues for Windows 11 and Microsoft Office 365 beyond basic installation
• Troubleshoot advanced networking issues, including VPN connectivity remotely
• Investigate repeated software failures or profile corruptions to reduce the need for full system reimaging
• Conduct Active Directory access review, application access review, and hardware access review to ensure correct permissions
• Identify recurring issues and create or update technical documentation
• Mentor Level 1 staff on diagnostic procedures to improve First Call Resolution rates
• Use remote desktop software to resolve issues for off-site or remote users as the final remote support tier before hardware replacement is required
• Log and track calls, maintain history records, and update problem documentation within the ticketing system for completeness and accuracy
• Support Level 1 functions as needed, including call queue support, password reset/unlocks, and ticket triage
• Complete all required training applicable to this position
• Maintain regular and predictable attendance as an essential function
• Perform other duties as assigned

Requirements

• 2+ years of experience in a help desk or related technical support role
• Good organizational skills, adaptability, and ability to prioritize tasks
• Ability to read and understand software, hardware, and process documentation and develop instructional materials as needed
• High level of soft skills including strong communication, customer service practices (patience and empathy), and excellent interpersonal communication
• Advanced knowledge and hands-on experience with Microsoft Windows 11
• Deep understanding of Microsoft Office 365 applications and profile management
• Active Directory administration experience, including setup, maintenance, and removal of user accounts and security groups
• Experience using remote desktop software for customer support
• VPN troubleshooting experience
• Knowledge of Microsoft Endpoint Configuration Manager (MECM)
• One year certificate from a college or technical school in computer science or data processing

Technologies

• Microsoft Windows 11
• Microsoft Office 365
• Active Directory
• Remote desktop software
• VPN
• Microsoft Endpoint Configuration Manager (MECM)
• Registry
• Ticketing system

Benefits

• Paid Time Off (PTO): 16 days annually plus 9 company-paid holidays
• Competitive benefits: Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance, and more
• Promotional opportunities from within the Firm
• Employee perks available from Verizon, car dealerships, local movie theaters, theme parks, and more
• On site “Bistro To Go” vending and fresh foods available
• Free onsite fitness center for all employees

Physical and Mental Demands

• Regularly remain in a stationary position at a workstation
• Constant use of hands and fingers for typing and operating a computer and other office equipment
• Ability to communicate information and ideas in writing and verbally
• Occasional standing, walking, bending, and lifting of items up to 20 pounds
• Close visual acuity needed for extended periods to read, analyze data, and view a computer terminal

Work Environment

• Professional office environment
• Low to moderate noise levels with moderate interruptions
• Well-lit, climate-controlled workspace

EEO Statement

Weltman is an Equal Employment Opportunity employer.